Author： Hesselink Martijn Assem Frits van den
Publisher： Emerald Group Publishing Ltd
ISSN： 0960-4529
Source： Managing Service Quality, Vol.12, Iss.3, 2002-06, pp. : 139-145
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Abstract
One of the largest companies for temporary labour in The Netherlands, Start, is implementing a service-culture-change program. This so-called service excellence program has been initiated to help the organisation to become one of the leading companies in Europe with respect to service behaviour and service culture. After a short introduction of the company and the current situation in the Dutch labour market, this paper describes the reasons for adopting this program and how it is being implemented.
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